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Passenger Policy

Last updated: August 10, 2026

FOR PASSENGERS

This Policy is written directly to you as a Passenger. It supplements the Terms of Service and, where a Passenger-specific matter arises, prevails over any general provision. Every commitment we make to you is here; every commitment you make to Conductors and to Car Owners is here too.

1. Your rights

As a Passenger on the Platform, you are entitled to:

  1. Transparent pricing. The full fare, including VAT and any applicable tax, is shown before you confirm a Booking and is locked at Booking. There is no surge and no hidden fee.
  2. Escrowed payment. Your fare is held in Company-controlled escrow, per Trip-Day, until the Trip-Day is complete or resolved.
  3. The same seat, same route. When you book a recurring Trip, the same seat is generally reserved for you on every eligible Trip-Day, subject to the Car Owner’s continued publication of the Trip-Days.
  4. Refund per the Refund Policy. A pre-departure cancellation window inside which you may cancel without loss; full refund where the Car Owner cancels, no-shows, presents an unroadworthy Vehicle, or the Trip is not delivered as promised.
  5. Verified Car Owners. Every Car Owner must complete NIN, licence, and vehicle-document verification before publishing.
  6. Safety tooling. In-app SOS, live GPS tracking on your Trip, an anonymised in-app chat channel with the Car Owner, and Trust & Safety support for any incident.
  7. Honest ratings. Weekly release windows to prevent revenge-rating from a Car Owner. Written feedback is confidential save for lawful disclosure and internal review.
  8. Respectful treatment. Freedom from discrimination, harassment, and inappropriate conduct.
  9. Appeal. Any suspension or termination is appealable in accordance with the Code of Conduct.
  10. Data rights. Access, correction, deletion (subject to the Deletion Policy), portability, and objection rights under the Nigeria Data Protection Act 2023, exercisable via privacy@conductor.ng.
  11. A dispute channel that responds within seven (7) business days, with escalation to mediation and, where necessary, arbitration in Lagos.

2. Your obligations

  1. Comply with the Terms of Service, this Policy, the Code of Conduct, and applicable Nigerian law.
  2. Provide truthful information at signup, including your NIN where verification is required.
  3. Provide accurate pickup and drop-off details when booking.
  4. Be punctual. Be at the pickup point at least five (5) minutes before departure and do not expect the Car Owner to wait beyond the published grace period.
  5. Pay all applicable fares, fees, and taxes through the Platform.
  6. Treat the Car Owner, other Passengers, and the Vehicle with respect.
  7. Wear a seat belt at every occupied position.
  8. Do not carry weapons, drugs, explosives, hazardous materials, or any item prohibited by law.
  9. Do not solicit or offer off-platform payment for a Trip.
  10. Do not transfer, share, or resell your seat to another person without the Car Owner’s knowledge and Platform approval.
  11. Rate honestly and use in-app messaging only for operational communication with the Car Owner.

3. Before the ride

  1. Book the seat you need. Choose your seat position at Booking; the Car Owner is notified and the seat is soft-reserved.
  2. Confirm pickup. Check the pickup pin the day before. If your working pattern changes, adjust or cancel before the cut-off to avoid a late-cancellation charge.
  3. Nominate an emergency contact. Emergency contacts are notified when you activate SOS. You may nominate up to a small number in-app.
  4. Verify the Vehicle. At pickup, confirm the Vehicle’s make, model, colour, and (partially masked) plate against what the app shows.
  5. Verify the Car Owner. Confirm the Car Owner’s name and photograph match the person driving. If they do not, do not board; report in-app.

4. During the ride

  1. Wear your seat belt.
  2. Do not distract the driver. Do not tamper with the Vehicle’s controls, doors, or mirrors.
  3. Do not eat, smoke, or vape in the Vehicle without permission.
  4. Do not play personal audio at volume; use earphones.
  5. Respect the seat you booked. Do not encroach on adjoining seats or unclear the aisle.
  6. If the Car Owner drives dangerously, is intoxicated, or acts in a way that breaches the Code of Conduct, ask them to stop; if it continues, activate SOS or ask to alight at the next safe stop and report the incident.
  7. Live-track is on by default during your Trip. You may share your live location with an emergency contact from the in-Trip screen.

5. After the ride

  1. Take your belongings. The Company is not liable for items lost in a Vehicle, though we will help you contact the Car Owner.
  2. Rate the Car Owner honestly. Weekly release windows apply.
  3. If something went wrong, report it — open the Trip-Day and tap “Report an issue” or email support@conductor.ng.
  4. Refunds (where due) are credited to your Wallet immediately or within 24 hours. Bank refunds (where applicable) take 5 – 15 business days.

6. Fares, wallet & refunds

  1. Fares are inclusive of VAT. The fare is calculated by the Company’s pricing engine, versioned per Trip, and locked at Booking.
  2. Accepted payment methods, minimums, and processing fees are displayed at checkout.
  3. Your Wallet has spendable funds, referral rewards, and promotional credits — each with its own rules. Only spendable funds are directly withdrawable.
  4. Refunds follow the Refund Policy at Document C. In summary: full refund for cancellations before Car Owner acceptance; full refund for the Trip-Day where the Car Owner cancels, no-shows, or fails to deliver the ride; no refund for a Passenger no-show; late-cancellation and no-show handling is per the published cut-off and the attendance-flag model.
  5. The 26-hour never-reverse window applies to Car Owner settlement. Disputes raised after 26 hours are handled through the dispute engine and, where you win, may be paid as a Wallet credit or bank refund.

7. Safety & SOS

  1. Use the in-app SOS whenever you feel unsafe. It notifies your emergency contacts, our safety team, and, where warranted, dispatches assistance.
  2. In an immediate emergency, call 112 or your local police service in parallel with SOS.
  3. Live GPS runs on every Trip. You may share your Trip live-link with an emergency contact.
  4. The Company is not a first responder and does not guarantee response times. Where SOS does not resolve the situation, do not delay contacting local emergency services.
  5. False SOS activations are a serious violation under the Code of Conduct.

8. Complaints & disputes

  1. Step 1 — In-app. Open the affected Trip-Day and tap “Report an issue”. We acknowledge within seven (7) business days.
  2. Step 2 — Escalation. If unresolved, email disputes@conductor.ng. We aim to close the matter within thirty (30) days.
  3. Step 3 — Mediation. Where a matter cannot be resolved through support, either side may propose non-binding mediation in Lagos State.
  4. Step 4 — Arbitration or court. Under the Terms of Service, matters that survive the above go to arbitration in Lagos under the Arbitration and Mediation Act 2023, subject to the enforceability of that provision under Nigerian consumer-protection law and your statutory right to bring certain claims before the Federal Competition and Consumer Protection Tribunal.
  5. Regulator. You may lodge a data-protection complaint with the Nigeria Data Protection Commission (ndpc.gov.ng) and, for other consumer matters, with the Federal Competition and Consumer Protection Commission (fccpc.gov.ng).

9. Suspension & termination

The suspension, termination, appeal, and identity-ban provisions in the Terms of Service and the Code of Conduct apply. Common reasons a Passenger’s account may be restricted include: fraudulent refund claims, chronic no-shows or late cancellations that harm Car Owners’ schedules, off-platform payment attempts, and any zero-tolerance breach under the Code of Conduct.

10. Data & privacy summary

Full detail is in the Privacy Policy at Document B. In summary: we collect the information necessary to run your Bookings, keep you safe, comply with the law, and improve the service; we do not sell your personal information; we do not use it for advertising to third parties; we share only with Car Owners on a need-to-know basis, with our vetted service providers under contract, and with authorities where the law requires. Your NIN is treated as sensitive personal information under Document B section 7.